Customer Care Representative - Remote

PharmaCentra, LLC•,

1d•$12 - $15•Remote

About The Position

PharmaCentra is seeking a Customer Care Representative to join our remote healthcare contact center team. In this role, you will serve as a trusted point of contact for patients, caregivers, healthcare providers, and school personnel seeking information about a nasal epinephrine spray and its related support program. This is a customer-focused position for someone who enjoys helping people, communicates with empathy and professionalism, and can balance excellent service with accuracy, efficiency, and adherence to established procedures. You will handle inbound customer inquiries, use approved resources to provide information, document interactions accurately, and help customers navigate available support programs.

Requirements

Excellent verbal and written communication skills.
A professional, patient, and empathetic communication style.
Strong listening and note-taking skills.
Excellent attention to detail and commitment to accuracy.
The ability to follow scripts, FAQs, workflows, and established procedures.
Strong problem-solving and critical-thinking skills.
The ability to manage multiple customer needs while maintaining accuracy.
The ability to work effectively in a high-volume inbound call environment.
Strong computer and data-entry skills.
The ability to learn and accurately communicate information from approved resources.
A collaborative, team-oriented approach.
Reliable attendance, punctuality, and dependability.
Windows 10 or Windows 11, 64-bit computer
Minimum 8 GB RAM
Quad-core processor or better
At least 50 GB of available storage
Second monitor with minimum 1920 × 1080 resolution
USB noise-canceling headset with microphone
Webcam
Keyboard and mouse
Minimum of two USB-A ports
Minimum of one HDMI port
Minimum 50 Mbps download speed
Minimum 50 Mbps upload speed
Reliable internet connection capable of supporting continuous voice communication and required business applications

Responsibilities

Answer inbound customer calls and provide professional, courteous, and empathetic service.
Assist patients, caregivers, healthcare providers, and school personnel with questions related to the product and available support resources.
Provide information using approved scripts, FAQs, reference materials, and established procedures.
Listen carefully to understand the customer's needs and determine the appropriate next step.
Accurately document customer interactions and information in the appropriate systems.
Follow established processes for handling customer inquiries, escalations, and program-related requests.
Protect customer information and maintain appropriate confidentiality.
Manage a high volume of inbound calls while maintaining quality, accuracy, and professionalism.
Use sound judgment and problem-solving skills while remaining within established guidelines.
Collaborate with team members and leadership to resolve customer needs.
Meet established performance, quality, attendance, and productivity expectations.
Participate in required training, coaching, and ongoing learning.